At Lyphe we are on a mission to improve the life of people with unmet medical needs and the role of Clinic Administrator is central to achieving this mission.
We are looking for a Patient & Customer Care Representative on a full time basis (Monday - Friday, 09:00-17:00) to support patients through their journey from their initial enquiry to their prescription being received in pharmacy and beyond (aftercare). We pride ourselves on being proactive, compassionate and ethical; ensuring that the patients have received the best level of care at all times.
You will get the opportunity to work directly with our patients, pharmacy teams, GP surgeries, authorities representing patients, resolutions team and clinical aftercare team, our team of specialist doctors, GP's and prescribers. The opportunity to learn is endless.
Without the best talent, we cannot help our patients reduce their suffering and live better-quality lives. This is an exciting industry that truly changes people's lives for the better and provides our teams with meaningful responsibilities to really make a difference.
That's why our values are important to us, we can teach you everything you need to know regarding the industry and our processes but we need you to be passionate about:

• Delivering a best-in-class patient experience - we set the standard for outstanding service for every patient.
• Everyday resilience - we know that blazing trails in a startup industry takes superhuman strength
• Cannabis being a force for good - we believe this plant is a medicine that enables better health.
• Normalizing cannabis - we support the de-stigmatization so patients can live prejudice free lives.
• Starting with people - we put our people first, both our staff and our patients.

Key responsibilities:
The job holder will do all things within their skill and ability; specific examples are (but not limited to):

• Act as a first point of contact for all patient queries and communication, answering with excellent patient approach, care and manner
• To take incoming and outbound telephone calls and email tickets from various stakeholder groups, following up where necessary
• Complete new enquiry call backs with the aim of converting leads into new patients
• Understand the importance of driving conversions and treating each lead with an ethical approach
• Maintain thorough and accurate records of all patient data and prescription information, inclusive of notes being added on all platforms in a timely manner
• Liaise with NHS GPs to obtain Summary Care Records on behalf of patients to ensure initial consultations are held to schedule
• Process and track prescription requests to clinical staff ensuring all are returned within the 48 hour SLA, uploading and processing prescriptions to the patient's Pharmacy of choice and document on patient profile
• Complete prescription spreadsheets and communicate script activity to the relevant departments.
• Proactively communicate with patients at any stage to provide information and updates about any given situation
• To be responsible for ensuring that GDPR regulations and other Company policies are always adhered to
• Comply with CQC regulations, escalating any safeguarding concerns immediately and without delay
• To take responsibility in reporting errors, focusing on delivering consistent quality.

Personal Specification
Qualifications

• No formal qualifications are required

Experience

• Proficient in Microsoft Suite including Word, Outlook, Power Point, Excel
• Experienced in handling confidential information
• Experience of working in a fast-paced environment or private healthcare setting is also desirable.
• Customer or patient care via telephone, livechat & emails

Qualities

• Excellent communication skills, both written and spoken
• Strong relationship management, able to problem solving and find solutions for patients.
• Great attention to detail, organisation and time management skills
• Flexible, adaptable and resilient with the ability to remain calm and confident, supporting others as needed in challenges are faced.

For more information on the Company visit www.lyphe.com
Equal Opportunities
Lyphe is an equal opportunities employer. It is our policy not to discriminate either directly or indirectly on the grounds of race, nationality, ethnic origin, gender, marital status, pregnancy, age, disability, sexual orientation, gender reassignment, ethnicity, cultural or religious beliefs. Reasonable adjustments to the recruitment process will be made to ensure that no applicant is disadvantaged because of their disability.
Due to the number of applications received, we may choose to close the job application at any time. If you have not received a response from us within 14 days, please assume you have been unsuccessful.
Job Types: Full-time, Permanent
Pay: £25,000.00 per year
Benefits:

• Additional leave
• Bereavement leave
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• On-site parking
• Sick pay

Schedule:

• Monday to Friday
• No weekends

Ability to commute/relocate:

• Farnborough: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you confident dealing with customers/patients with mental health problems?

Experience:

• Patient service: 1 year (required)
• Customer care: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person